Refund and Cancellation Policy

Last updated: 6 August 2026

We understand that plans sometimes change. This policy explains what happens when you cancel, reschedule or cannot attend.

Nothing in this policy affects your statutory rights.

1. Cancelling or rescheduling a 1:1 session

At least 24 hours’ notice

Where you give at least 24 hours’ notice, you may choose:

A full refund; or
Transfer to another available appointment.

Less than 24 hours’ notice

Where less than 24 hours’ notice is given, we may retain some or all of the fee to cover the reserved appointment time and losses caused by the late cancellation.

Where we refill the appointment or our actual loss is lower, we will refund any balance that it would be unfair to retain.

We may offer a transfer or credit in exceptional circumstances, but this is not guaranteed.

Non-attendance

If you do not attend and have not contacted us, the session will normally be treated as used and no refund will be due, subject to your statutory rights and the fairness of any amount retained.

If you are delayed, please contact us. The session may still need to finish at the original time.

2. Training walks, workshops and live masterclasses

24 hours or more before the event

You may receive:

A full refund; or
Transfer to another available event.

Less than 24 hours before the event

Tickets are normally non-refundable unless:

The place is resold;
We agree that exceptional circumstances apply; or
You have a statutory right to cancel.

You may ask to transfer the ticket to another suitable person, subject to our approval and any event-suitability requirements.

Non-attendance

No refund is normally provided where you do not attend and the event goes ahead as advertised.

3. Programmes and packages

Where a programme is cancelled before it begins, any applicable statutory cooling-off rights will be honoured.

Where the programme has already started, we may deduct:

The normal value of sessions already supplied.
The value of resources already accessed or provided.
Reasonable and unrecoverable costs caused by the cancellation.

Any remaining balance will be refunded.

4. Fourteen-day cooling-off rights

Where a booking is made online, by telephone or away from our business premises, you may have a legal right to cancel within 14 days without giving a reason.

Some services and events arranged for a specific date may be legally excluded from this cooling-off right.

Where the cooling-off right applies:

If the service has not begun, you will receive a full refund.
If you expressly asked for the service to begin during the 14-day period, we may deduct a proportionate amount for the service already supplied.
If the service was fully performed after your express request and acknowledgement, the right to cancel may end once performance is complete.
Your cancellation must be communicated clearly by email or another durable method.

5. Digital content and recordings

Where you purchase immediate access to downloadable or streamed content, we may ask you to expressly agree that access can begin during the 14-day cancellation period and acknowledge that the right to cancel may be lost once access begins.

Where this confirmation has not been obtained, your statutory rights will continue to apply.

6. Cancellation by Delightful Dogs

If we cancel a service or event, you may choose:

A full refund;
Transfer to a replacement date; or
Credit towards another suitable service.

Where an outdoor service is postponed because of unsafe weather, we will offer a replacement date, transfer, credit or refund as appropriate.

7. How to request a cancellation or refund

Email: christine@delightful-dogs.co.uk

Please include:

Your name.
The dog’s name.
The service or event.
The booking date.
Your Wix order number where available.

Cancelling an appointment through Wix does not automatically generate a refund. The payment must be refunded separately by Delightful Dogs.

8. How refunds are paid

Approved refunds will be returned to the original payment method. We will initiate legally required refunds within 14 days of agreeing or receiving a valid cancellation. Your bank or payment provider may take additional time to display the money in your account.